Voice of Consumer (VoC) & CX Insights Manager

At JTI we celebrate differences, and everyone truly belongs. 46,000 people from all over the world are continuously building their unique success story with us. 83% of employees feel happy working at JTI.

To make a difference with us, all you need to do is bring your human best.

What will your story be? Apply now!  

Learn more: jti.com

Please apply by April 1st

Role: Permanent 

Location: Athens

Reporting to: SI Lead Manager

Functional alignment: Global LeadMetrix Team (HQ)

Voice of Consumer (VoC) & CX Insights Manager

At JTI we create, test and introduce new and innovative products aimed at reducing potential risks (heated tobacco products, e-cigarettes and nicotine pouches). They are essential to our business sustainability.

Join us in making a significant impact on our sustainability efforts! 

The LeadMetrix Market Manager is the single point of accountability for implementing, managing, and continuously optimizing the LeadMetrix Voice of Consumer (VoC) program at market level.

The role exists to embed consumer feedback into everyday decision‑making, ensuring that insights from real consumer interactions are consistently collected, accurately interpreted, and actively used to improve products, services, and experiences across the market.

This is a cross‑functional, analytics‑driven role that connects consumer insights, stakeholders, and actions, acting as the orchestrator of the entire feedback‑to‑improvement cycle in the market.

Position

As a Voice of Consumer (VoC) & CX Insights Manager, you will:

LeadMetrix Program Ownership (Market Level)

• Act as the single point of contact between Market and HQ for all LeadMetrix‑related activities.
• Localize and operationalize the global LeadMetrix strategy in line with market priorities, while fully respecting global standards and governance.
• Own the end‑to‑end LeadMetrix calendar, including data collection cycles, reporting milestones, and stakeholder reviews.
• Ensure full compliance with global guidelines, data quality standards, and governance principles.

 Consumer Feedback Collection & Quality Management

• Monitor survey performance (response rates, drop‑offs, anomalies) and take corrective actions to optimize data quality.
• Ensure consumer feedback is collected in line with local and global data privacy regulations.
• Identify gaps in listening coverage and propose new survey triggers or touchpoints to improve representativeness.
• Coordinate with D&IT and HQ to resolve technical issues impacting data collection (e.g., survey logic, integrations).

Data Analysis & Insight Generation

• Analyze consumer feedback data on a regular (daily / weekly) basis using LeadMetrix dashboards and BI tools.
• Identify key trends, recurring pain points, and root causes behind consumer dissatisfaction or delight.
• Translate complex data into clear, actionable insights tailored to different stakeholders (Marketing, Digital, Consumer Care, Commercial, Product).
• Prepare and share monthly insight reports with concrete recommendations for action at market and HQ level.

Insight Activation & Continuous Improvement (Inner & Outer Loops)

• Support short‑term improvements (inner loop) by enabling teams to quickly act on critical consumer pain points.
• Enable structural and strategic improvements (outer loop) by working with cross‑functional teams on recurring or systemic issues.
• Organize and facilitate cross‑functional working sessions or workshops to align on insights, priorities, and improvement actions.
• Track follow‑up actions and ensure feedback is owned, acted upon, and closed by the relevant teams.

Stakeholder Management & Change Enablement

• Build strong working relationships with local stakeholders (e.g. Digital, Consumer Care, Brand, Commercial, Product, D&IT).
• Act as the neutral “voice of the consumer”, ensuring insights are trusted, understood, and used across functions.
• Support adoption of LeadMetrix by coaching stakeholders on how to interpret data and use insights in decisions.
• Share market learnings, best practices, and improvement cases with the global LeadMetrix community.

Key Outcomes of the Role

• Consumer feedback is consistently collected, trusted, and understood.
• Insights lead to clear, owned, and documented actions across functions.
• Consumer experience improvements become visible, measurable, and sustained.
• Cross-functional teams operate with greater consumer-centricity and agility.

Experience & Background

• 5+ years of experience in Customer Experience, Voice of Customer, Consumer Insights, Analytics, Digital, or related fields.
• Hands-on experience with survey‑based feedback platforms (preferably Qualtrics) is a strong plus.
• Prior work in matrixed, cross-functional environments.
• Experience in data-driven decision-making roles.

Technical & Analytical Skills

• Strong analytical skills with ability to identify patterns, trends, drivers, and root causes.
• Comfort with dashboards and BI tools (Power BI or similar).
• Ability to translate data into clear stories and actionable recommendations for non‑technical audiences.

Business & Stakeholder Skills

• Strong influencing and stakeholder management capabilities.
• Effective at working across functions without direct authority.
• Structured, pragmatic mindset able to balance global frameworks with market realities.
• Excellent verbal and written communication skills.

Mindset & Personal Attributes

• Deeply consumer‑centric, with genuine passion for improving experiences.
• Curious, proactive, and improvement‑oriented.
• Acts as a connector and orchestrator rather than an executor.
• High level of ownership, accountability, and resilience.

• The opportunity to shape consumer experience strategy at market level.
• A high‑visibility role working with both market and global stakeholders.
• A dynamic, cross‑functional environment where insights translate into real business impact.
• Continuous growth within a global organization committed to data‑driven consumer centricity.

Are you ready to join us? Build your success story at JTI. Apply now!

Next Steps:

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with Talent Advisor > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. If you need any specific support, alternative formats, or have other access requirements, please let us know.